Is digital replacing the human touch?

Digital products and services are changing the nature of the relationship between customers and suppliers. Increasingly, customers are able to access an organisation’s products and services without entering one of its stores, calling its contact centre or meeting with one of its employees. Whether it is via a website, mobile app or sensors built into […]

Digitally aware but not digitally capable

This seems to be one of the key messages from a recent study performed by Vanson Bourne and the Institute for the Future on behalf of EMC, a leading provider of technology products and services. The study, which covered 3,600 executives from 18 countries and representing a broad range of industries including financial services, retail, […]

Digital: opportunity or threat?

The answer is both according to the recently published results of PwC’s Annual Global CEO Survey. The survey, which covered 1,322 CEOs from 77 countries, reveals the challenges and dilemmas facing CEOs as they try to lead their organisations through the digital revolution. It also gives some insights into what CEOs are doing to ensure […]

Vision and leadership key to digital success

Digital transformation presents many challenges. It spans the entire organisation and requires businesses to re-think their business models, products and services. It may even involve disrupting an existing and healthy revenue stream to create a new, digitally-enabled source of income that is more sustainable in the long-term. Fortunately for CEOs a lot of research is […]

The digital imperative

The 2013 Digital Transformation report by MIT Sloan Management Review and Capgemini Consulting contains some sobering reading for CEOs and boards. Not least because of the headline findings that 78% of companies believe that achieving digital transformation within the next two years is critical but with 63% also saying that the pace of technology change […]